Job Title

Position Description Administration ManagerReports To:Business ManagerThe RoleThe Administration Manager is a key leadership role responsible for coordinating and overseeing the day-to-day operations of the administration team. Acting as the second-in-command to the Business Manager, this position plays a critical role in ensuring operational efficiency, patient experience, and staff performance across the clinic.The role requires a confident leader with prior management experience in a healthcare or fast-paced clinical setting. This individual will take initiative, maintain a high level of accountability, and foster a proactive, patient-focused culture across the administrative team. All duties are to be performed in accordance with the clinics Code of Conduct, ensuring ethical, respectful, and professional behaviour at all times.Expected behaviours and personal attributes:Demonstrate a patient-focused approach in service with genuine empathy and interest in their needs.Excellent interpersonal and communication skills.Always be well-presented, friendly, courteous, and obliging.Always represent the practice in a confident and positive manner.Undertake all duties in a diligent manner, with honesty and integrity.Maintain absolute confidentiality regarding patient and practice information.Work cooperatively and independentlyAbility to prioritise and organiseWork as part of the teamEffectively manage patients who demonstrate challenging behavioursCommunicate effectively with patients from English and non-English speaking backgrounds.Abide by the policies and procedures of the practice.Understand medical terminologyKey Selection CriteriaDemonstrated experience in a leadership or management position within a clinical or healthcare settingProven ability to manage teams, delegate tasks, and foster a collaborative team cultureHigh-level administrative skills and excellent attention to detailStrong written and verbal communication skillsConfidence managing difficult patient interactions with professionalism and empathyUnderstanding of medical billing practices including Medicare, private health, and third-party accountsFamiliarity with patient management software and clinic workflowsKnowledge of theatre coordination and hospital liaison processesValues, Attributes and EthicsPatient-centred mindset with a commitment to high-quality serviceCalm, solutions-focused, and adaptable under pressureEthical, reliable, and accountable in all aspects of workDriven to improve systems, empower teams, and support leadership objectivesMaintain patient confidentialityAwareness of medical ethics principlesKey Responsibilities:Below are a list of duties you will be responsible for, but are not limited to:Leadership & Team ManagementLead and supervise administration staff, ensuring clear task delegation, consistent performance, and adherence to clinic policiesProvide ongoing coaching, training, and support to the administration team membersConduct performance check-ins and escalate HR matters to the Business Manager when requiredIdentify workflow gaps and implement process improvements to optimise team outputSupervise and coordinate the administration of the practices IT system and network.Assist in facilitating the performance development of all practice staff by implementing systems of staff performance review and training needs analysis.Define the work of staff, including position descriptions, task types and task allocation in response to the needs of the practice.Assist the Business Manager in define the work of staff, including position descriptions, task types and task allocation, staff recruitment and staff meetings in response to the needs of the practiceTraining, development, and performance management with the Business ManagerClinic Operations & Workflow OversightOversee the day-to-day running of administrative operations, including patient bookings, front desk procedures, referrals, and inbox managementEnsure appropriate coverage of administrative tasks during staff leave, absences, or peak periodsCollaborate with clinical staff to support a seamless patient journeyEnsure compliance with documentation standards and operational protocolsPatient Journey ManagementOversee refractive and surgical patient workflows from enquiry to post-treatment follow-upManage patient quotations, consent coordination, and pre/post-operative communicationEnsure all patients are welcomed and supported with a high standard of care and professionalismIVISION LASER Theatre and Hospital CoordinationManage and oversee theatre lists coordination with the surgeon and hospital staffOversee theatre list preparation, as per the surgeons preference, patient admission, procedure times, post-operative information and billing processesOversee accurate completion of Medicare and Health Fund billing post-surgeryLiaise with hospital staff for administrative mattersEnsure patient quotations and billings are accurateProcessing of all billings to Health Funds and Medicare on completion of surgeryOversee the management of refractive referrals and patient enquiries via phone and onlineAssist in patient bookings, including correspondence and quotationsOversee IVISION LASER refractive theatre lists, including patient payments and admission timesOversee and assist with maintaining the refractive database for the marketing teamAdditional Administration/Patient Work Ups:Training and guidance with other team members for efficient administration workflowWith other administration team members, process referrals in a timely manner.Answer overflow of phone callsAssist with overflow of patient billingsAssist in creating policy & procedures for administrational workflowBilling & AccountsEnsure all private, Medicare, and third-party billing is completed accurately and in a timely mannerMaintain oversight of patient accounts, payment plans, and outstanding balances, including debt recovery.Banking completed in a timely mannerReconcile end-of-month patient payments to prepare accurate billing summaries for doctors.Oversee credit card and EFTPOS payments for private billing as required.Process third-party billing (e.g. insurance claims, superannuation, workers compensation, pre-employment medicals, etc.,)Liaise with health funds to resolve all Eclipse billing discrepancies in a timely manner.Liaise with the Business Manager and finance team to address discrepancies or high-risk accountsQuality & Risk ManagementSupport the creation and maintenance of policies and procedures relating to administrative functionsManage clinic systems (e.g., patient management software, diagnostic equipment), escalating technical issues where appropriateEnsure all administrative practices are aligned with privacy, OH&S, and clinical governance requirementsEnsure that any risks are identified and remedial action is implemented where appropriate.Managing the response to complaints from patients or third parties.Workplace SafetyContribute to the security and safety of the practice environmentMinimise public risk in the clinicHandle contaminated waste and non- contaminated waste appropriatelyHandle sharps safelyRespond to sharps injury appropriatelyHandle vaccines safelyComply with OH&S Policy of the Practice. #J-18808-Ljbffr